Planning email integration
This section applies to Microsoft Dynamics CRM Online and on-premises versions of Microsoft Dynamics CRM 2011. To use the Microsoft Dynamics CRM e-mail routing and tracking features, you must use one or both of the following software components to integrate your e-mail system with your Microsoft Dynamics CRM deployment:
The E-mail Router provides centrally managed e-mail routing for users, queues, and forward mailboxes. This is frequently the better option for on-premises, partner-hosted Microsoft Dynamics CRM, and some Microsoft Dynamics CRM Online deployments. With this method, e-mail is routed to Microsoft Dynamics CRM regardless of whether the recipient is logged on.
Microsoft Dynamics CRM for Microsoft Office Outlook provides e-mail routing capabilities on a single user basis. This does not require the E-mail Router, and is frequently the better option for smaller organizations that do not have full-time IT staff, or for organizations that use Microsoft Dynamics CRM Online. With this method, the actual e-mail routing for each user occurs only while the user is logged on. If Microsoft Outlook is not running, e-mail messages will not be processed until Microsoft Outlook is started again.
If your organization uses e-mail queues, you must use the E-mail Router. Queues are not supported by using Microsoft Dynamics CRM for Outlook.
Microsoft Dynamics CRM Server 2011 can operate without Microsoft Exchange Server or a POP3 server. However, you will not have Microsoft Dynamics CRM incoming e-mail tracking capabilities. Also, Microsoft Dynamics CRM Server 2011 can operate without an SMTP server; however, you will not have Microsoft Dynamics CRM outgoing e-mail capabilities.
Email servers that use the Internet Message Access Protocol (IMAP) are not supported with Microsoft Dynamics CRM.
Depending on your requirements, you may want to implement a solution that uses both the E-mail Router and Microsoft Dynamics CRM for Outlook. For example, if your Microsoft Dynamics CRM deployment hosts multiple organizations, or a single organization that has users who have varying needs, you may want to configure some users for the Microsoft Dynamics CRM for Outlook e-mail routing method, and configure other users and queues for the E-mail Router.